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Service Desk Analyst in Gauteng - MJM Recruitment

MJM Recruitment

As the labour market diversifies and changes, it becomes increasingly difficult to recruit and develop staff in compliance with the various labour laws. MJM Recruitment takes pride in helping our clients to get through the many pitfalls that lay ahead, and by doing this we have become partners to various multi national organisations. MJM Recruitment has the resources, knowledge and expertise to provide a total staffing solution and has taken this opportunity to demonstrate its capabilities and customised services. MJM Recruitment will provide clients with an innovative and hi-tech solution to all resourcing requirements. By profiling positions into strategic competencies aligned to company visions, recruitment is accurate and successful. MJM Recruitment takes the clients culture into consideration when recruiting thus making social adjustments easier. MJM Recruitment has the expertise to provide the following recruitment services: •Temporary Appointments (Short-term, daily, weekly) •Bulk flexible appointments (Call Centre, Technical) •Outsourced Managed Services •Payroll Services (Weekly, Bi – Weekly, Monthly ) •Maid Services •Executive Placements (Search and Research) Recruiter from sector Professional services, located in KwaZulu-Natal, From 1 to 10 workers

    About this job ad 11 January

    Salary

  • Negotiable
  • Province

  • City of Johannesburg (JHG), City of Johannesburg, Gauteng
  • Description

  • Min Experience Required 1 - 3 Years Hard Skills 1
    Min Education Required Grade 12/Matric Hard Skills 2
    Qualification Required A+ and N+ Hard Skills 3
    Employment Equity Yes Soft Skills 1
    Other Language Required 1 Soft Skills 2
    Other Language Required 2 Soft Skills 3
    Job Description Job Function
    To log calls via the HP Service Management system and the telephone from clients according to SLA and to reset and unlock network passwords for clients
    Job Requirements Qualifications Type Description
    -A+, N+
    Essential
    -GRADE 12
    Essential
    -ITIL Foundation V3
    Essential
    Key Performance Areas
    Customer
    Average Handle Time
    -Voice and email calls in each queue answered within client SLA, and an AHT of 5 minutes per analyst for emails and phone calls to be maintained.
    Service Level Agreement
    -98% of calls resolved within client SLA.
    First Line Call Resolution
    -Monthly first call resolution targets met.
    Human Capital
    Development activities
    -To ensure that all allocated and agreed development activities are successfully completed within the SI policy and procedure framework.
    Internal Processes
    Calls Processed Logged
    -Equal percentage of total phone calls and emails to be processed/ answered by each agent in Genesys, and equal percentage of total calls logged in the service desk must be logged by each agent.
    Attendance
    -To ensure that you are consistent, reliable and punctual as per hours of operation and clients requirements.
    Correct Call Logging
    -Logging of all calls with correct group, assignee, priority, categorization, description, client details
    Experience
    -MS Office
    Essential
    1 Year
    -Microsoft Windows
    Essential
    1 Year
    *Service Desk
    Essential
    1 Year
    Competencies Required
    -Communication
    -Commitment to Personal Growth
    -Compliance
    -Decision Making
    -Personal Resilience
    -Problem Definition and Analysis
    -Team Work
  • Number of vacancies: 1
  • Requirements

  • Minumun level of education: Grade 12 /N4 (Matric)
  • Years of experience: 3
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Ad summary

  • Service Desk Analyst  in City of Johannesburg, Gauteng

  • Recruiter

    MJM Recruitment
  • Work type

    Full Time

  • Type of contract

    Other type of contract

  • Salary

    Negotiable

  • Apply now

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